A Comparative Analysis of Student Satisfaction towards Service Quality of Post Graduate Management Institution: A Case Study of Delhi Metropolitan City

In higher education the attention is paid to the effectiveness of the teaching and learning but, very little attention has been given to students’ attitude, belief and experiences. Students are the main stakeholders in the higher education. Students’ satisfaction is an important element that decides the fate of the organization in the long run. Their satisfaction indicates the overall service provided by the institute which in turn, increases student enrolment and retention.

This study assesses management education students’ (studying in Post Graduate Diploma in Management (PGDM) and Master in Business Administration (MBA) courses) satisfaction across the institutes in West Delhi. The primary data was obtained through structured questionnaire consisting of nine dimensions namely physical information, behavior of staff, communication and commitment of institute, faculty input quality, guest and visiting faculty, industrial and recreational activity, placement services, and overall satisfaction. Significant differences were found between PGDM and MBA students’ satisfaction with respect to the entire nine dimensions of Institute quality factors. Both PGDM and MBA students were moderately satisfied but, satisfaction of PGDM students were more in comparison to MBA students.